Frequently Asked Questions
We've answered the most common questions about your stay, recovery, meals, transport, and booking - so you can feel confident and cared for, every step of the way. If there's anything else you'd like to know, our team is just a message away.
Booking and Payment Information
How do I book my stay?
You can submit enquiries through our website or by contacting our team. We offer flexible payment options to accommodate your needs.
Is my deposit refundable?
In some cases, yes. Whilst we do have a non-refundable policy, we allow cancellations up to 60 days before your stay with a 100% refund. If you need to cancel within 60 days, please speak to our team about your circumstances. We will always do our best to allow a refund if you have extenuating circumstances – however a full refund is usually dependent on us being able to rebook for the dates that you have cancelled. If you think you might need to cancel, telling us as early as possible helps us to rebook, and subsequently secure your refund in full.
Do I need to pay a deposit?
Yes , in order to secure your stay, a 50% deposit is payable on booking. The balance of your package fee is due 21 days before your stay commences.
When is my full package fee payable?
Your full payment is due 21 days before your stay commences. We will send you an email with your payment link 4 weeks before your stay, and gentle reminders if the payment is overdue.
Do I pay in AUD or Indonesian Rupiah?
Payments are made in AUD to our Australian company, Bali Luxe Medical Pty Ltd. This gives you full protection under Australian consumer law. We are also fully registered in Indonesia under our PT PMA license.
What happens if I haven’t paid in full before I arrive?
If you are having troubles with your payment, please speak to our caring team about what we can do to assist you. We cannot host unpaid guests, however we can work with you on other payment options or timings in extenuating circumstances.
Accommodation Details
Is my room private?
Yes, every guest has their own private bedroom, complete with an ensuite bathroom, queen bed, and a private balcony featuring lush plants, a reading chair, and a small table. If you prefer, meals can be served directly to your room or balcony at any time.
Can I bring a partner or friend to stay with me?
Yes, your partner or support person is welcome to stay with you at no extra charge if they’re sharing your private room. We understand how comforting it can be to have a loved one nearby during recovery.
Please note that for some dates, we only accept solo bookings to ensure a calm and private environment for all guests. Let us know in advance if someone will be staying with you so we can plan accordingly.
What type of accommodation can I expect during recovery?
Our villas are designed specifically for post-operative comfort. Each room features a queen-sized bed, walk-in shower, air-conditioning, and calming interiors to help you relax and recover. We’ve created a peaceful, supportive environment for healing — with beautiful shared spaces and attentive care.
Are all the villa guests medical patients?
Yes, all guests staying at our villa are post-operative patients, just like you. This ensures a calm, understanding environment where you can feel completely comfortable , whether you have visible bruising, bandages, or simply need peace and quiet.
What areas of the villa are shared?
Shared areas include the kitchen, open dining space, sunken lounge, and outdoor areas. The pool is shared between guests staying in the villa, so you’ll only be sharing it with the other recovery guests during your stay. It’s a calm, private space designed for rest and comfort.
Can I book the villa exclusively for myself?
Yes , we offer an Exclusive Villa Upgrade if you’d prefer not to share the space with other guests. This means the entire villa will be reserved just for you (and your companion, if applicable), offering complete privacy throughout your recovery.
This option is subject to availability and comes with an additional charge. Let us know early if you're interested, and we’ll do our best to accommodate your request.
Pre-Arrival Preparation
Do I need a visa for Bali?
Yes , Australian passport holders need a Visa on Arrival, which costs around $50 AUD and is valid for 30 days. You can get it at the airport when you land, or apply online before you travel. Applying in advance allows faster entry through the auto gates. Make sure your passport is valid for at least 6 months and you have a return or onward flight.
Do I need to prepare anything for my emergency contacts?
Yes , make sure your emergency contact person knows where you are staying and understands your preferences in case they need to advocate for you. Ensure their details are also shared with your doctor or medical provider.
What is the Tourist Tax Levy?
The Balinese government has introduced a Tourist Tax Levy to support improvements to the island’s infrastructure and enhance the experience for visitors.
It’s a one-time payment of IDR 150,000 (around $15 AUD) and can be completed before you arrive. Most travellers pay it at the same time as their visa application. Once paid, you’ll receive a confirmation email to show at immigration.
Can I buy medications and personal items in Bali?
Yes , Bali has excellent pharmacies and easy access to common medications. However, some items are more affordable or easier to find in Australia, so it’s best to bring your own supply where possible.
What should I bring with me for my stay?
We recommend packing comfortable clothing, personal care items, any prescribed medications, and any important medical documents related to your surgery.
What specific items should I bring from home?
We suggest packing enough sunscreen, sanitary products, underwear, and any specialist medications or skincare products you rely on, as these may not be readily available or could be more expensive in Bali.
Post-Operative Care Services
Where are your nurses from, and do they speak English?
Our nurses are local Indonesian, and all speak very good English. Indonesia has regulations that support local employment in healthcare, and having a nurse who speaks both languages is a huge advantage , especially when communicating with doctors, clinics, or pharmacies on your behalf.
What kind of post-operative care do you offer?
We offer daily nurse visits that include wound cleaning and dressing, vital signs checks, and overall wellbeing support. If approved by your doctor, we can also assist with a gentle hair wash. Our nurses speak excellent English and can help communicate with your surgeon if needed.
How often do the nurses visit the villa?
Our nurses visit once a day to check your wounds or stitches, monitor your vital signs, and ensure you're comfortable. They can assist with your prescribed medication (if provided by your doctor), help communicate with your surgeon if needed, and you can ask your nurse to assist with a gentle hair wash, if approved. IV Nutritional Boosters are also available as an optional extra
Nutrition & Meals
What if I have allergies or food intolerances?
We take allergies and intolerances very seriously. You’ll be asked to provide this information before your arrival, and our chef will ensure all meals are safe and appropriate for you. If you have a severe allergy, please flag it clearly so we can take extra precautions.
Can my companion have the meals too?
Yes, we can provide meals for your companion at an additional cost. Just let us know ahead of time so we can prepare enough.
Can I customise the menu to my dietary needs?
Absolutely. Before your arrival, we’ll ask for your food preferences, allergies, and any dietary requirements so we can tailor your menu. If you feel like trying something new during your stay, just let us know – we’re happy to adjust.
Can portions be adjusted?
Yes, we can tailor portion sizes to suit your appetite and recovery stage. Just let us or the chef know.
Are meals provided during my stay?
Yes, all meals are included and freshly prepared on-site by our private chef, so you can fully rest and recover without needing to leave the villa.
Is the food healthy?
Our meals are designed to support healing – they’re fresh, balanced, and nutrient-rich. We use high-quality ingredients and avoid anything heavy or overly processed. If you have specific nutritional goals, we can adjust your menu accordingly.
Transportation and Mobility
Can I go out during recovery?
Yes , once you’re feeling well enough, we can help arrange trips for shopping, meals, or optional treatments like HBOT. These outings aren’t included in your package, but we’ll organise everything and invoice you separately at cost. Just ask your concierge if you’d like to plan something.
What happens when I arrive in Bali?
Our driver will greet you with VIP service at the airport exit, holding a Bali Luxe Medical sign with your name. They’ll assist with your bags and walk you to a comfortable waiting area while they collect the car (due to local parking rules). You’ll then be taken directly to your villa in your private car.
What kind of transportation is included in my package?
We include all essential transport so you don’t need to worry about organising anything. Your package includes VIP airport pick-up and drop-off, return trips for your pre-surgery consultation, surgery day, and post-surgical check-up. All transport is in clean, comfortable, temperature-controlled private cars with professional drivers.